SLA Notifier not calculating Pause

Issue #192 closed
Vijay Sridhar created an issue


we have configured notification for SLA Tickets , we also have configured Pause in the SLA Configuration , but Notification is not calculating the Pause Timings , it still sending Notification based on the reaming from time of Issue creation .

Comments (34)

  1. Anton Vakulenko

    Hi Tuncay!

    SLA is continuing to count when an issue is on Pause. Is this related to this issue?

    [GRSIM-1562] incorrect elimination of CAT vs GTH in Managerial structure. - Global Service Desk 2016-04-01 12-22-36.png

    [GRSIM-1562] incorrect elimination of CAT vs GTH in Managerial structure. - Global Service Desk 2016-04-01 12-23-49.png

    SLA Configuration - Global Service Desk 2016-04-01 12-24-20.png

    SLA Configuration - Global Service Desk 2016-04-01 12-24-54.png

  2. Tuncay Senturk repo owner

    No it should have no relation with this.
    What about refreshing the page, still it counts?

  3. Tuncay Senturk repo owner

    Updating issue?
    Let's clarify
    - You updated issue to "Information Required" no pause,
    - You updated what and it is paused?


  4. Anton Vakulenko

    The issue was in status Information Request and the counter was ticking. Then one user changed priority and another user attached a file. I don't know which action fixed the counter, but after those two actions it got paused as expected.

  5. Anton Vakulenko

    So far it's one time problem. Will let you know if it happens again.

    Thanks for fast responses.

  6. Vijay Sridhar reporter

    @tuncaysenturk ,

    Thanks for the update . Is there any tentative date for the Latest Version ? it will be very good if you add multiple notifier in the Latest Version !!!!!!!!!!

  7. Tuncay Senturk repo owner

    Hi Vijay,

    The version will be launched within this week, however it does not include multiple notifier options.
    But we will implement it in a couple months time (at a max),


  8. Vijay Sridhar reporter

    @tuncaysenturk Thanks for the update ,

    Requesting to release multiple notifier options soon

  9. Vijay Sridhar reporter


    Applied the Latest release, but after applying the Latest Version JQL are not working properly , JQL is not calculating the Paused Value


  10. Tuncay Senturk repo owner


    It is not related with the latest version, it is due to the design how I can index custom field results in JIRA.
    Time to SLA field indexes the expected SLA target Date which changes every second if you're in a paused status. JIRA only re-indexes issue when issue changes.
    JQL returns results against indexed data and if the issue is in paused status, I need to reindex every second to re-index new expected target date because it changes regarding the time passes.
    I know it is tricky but I do not have anything against this scenario.
    I hope I was clear

  11. Tuncay Senturk repo owner

    Yes, and this is exactly what I was trying to explain. TTS does not index these values. But it should correct values if you change status of the issue.
    The alternative solution is to implement our own JQL functions rather than using custom field in JQL. This is what we'll be working on for the long term.

  12. Vijay Sridhar reporter

    Hi, For Querying SLA status before issue exceed's the SLA only we use TTS Plugin custom Field , Using own JQL will make more complex , Also SLA Plugin does not Support multiple notifier so we use TTS CustomFiled value to send email before 3hr , 2hr etc , if SLA CustomField does not give me proper value when it is paused then how i can use my own JQL functions . This is getting more complex .

  13. Tuncay Senturk repo owner

    You're right but these are the technical obstacles that we have from JIRA.
    By the way,
    - Multiple notifier will be ready (approx two months time)
    - own JQL will be like : tts.remainingTimeGreaterThan(1h), tts.remainingTimeLessThan(3h). And it will for sure add complexity, but this is what we can do at the moment.


  14. Vijay Sridhar reporter

    Good to hear that soon you will be releasing Multiple notifier

    using own JQL or Function i need to get Value from TTS Custom Field ,in which i was not successful , let me know if you can help on Sharing the JQL .

  15. Tuncay Senturk repo owner

    Hi Vijay,

    Sorry for confusing, JQL that I mentioned is not available now, I tried to say that we may implement such a JQL, those were the samples about what we can implement for the future releases.
    However, if you are using Script Runner, I can help you write the script

  16. Tuncay Senturk repo owner

    Here's a sample code getting Time to SLA field's data using Script Runner.
    If you have multiple SLAs, you can use an array to get all data

    import com.atlassian.jira.ComponentManager
    import com.atlassian.jira.issue.CustomFieldManager
    import com.atlassian.jira.issue.MutableIssue
    import com.atlassian.jira.issue.customfields.CustomFieldType
    import com.atlassian.jira.issue.fields.CustomField
    import java.util.*
    import java.text.SimpleDateFormat
    import java.sql.Timestamp
    // find your TTS custom field's ID and put it here instead of 10600
    def customFieldManager = ComponentManager.getInstance().getCustomFieldManager()
    def ttsField = customFieldManager.getCustomFieldObject("customfield_10600")
    def ttsFieldValue = issue.getCustomFieldValue(ttsField)
    def formatter = new SimpleDateFormat("MM/dd/yyyy HH:mm:ss")
    def result
    // tts field returns list
    // as a sample I'm gonna show the first
    if (ttsFieldValue && ttsFieldValue.size() > 0) {
        long deadlineAsMillis = ttsFieldValue[0].deadlineAsMillis
        Timestamp deadline = new Timestamp(deadlineAsMillis)
        String deadlineAsString = formatter.format(deadline);
        String originStatus = ttsFieldValue[0].originStatusName
        String targetStatus = ttsFieldValue[0].targetStatusName
        String statusDate = formatter.format(ttsFieldValue[0].statusDate)
        String targetDate = formatter.format(ttsFieldValue[0].slaTargetDate)
        String slaValueAsString = ttsFieldValue[0].slaValueAsString
        String overdue
        if (ttsFieldValue[0].timeToSla < 0) {
           // overdue
           overdue = ttsFieldValue[0].timeToSlaAsString
        println "due date will be : $deadline"
        result = """ [SLA Value: $slaValueAsString]
            [origin - target: $originStatus - $targetStatus] \n
            [origin - target: $statusDate - $targetDate]
            [deadline : $deadlineAsString]
            [overdue: $overdue]
  17. Vijay Sridhar reporter


    Thanks for the script ,

    But SLA is getting too much complicated with these scripts , at-least for me .

    expecting multiple notifier from you ASAP to overcome this issue for our environment .

  18. Tuncay Senturk repo owner

    Hi again Vijay,

    Are you willing to use BETA version for multiple notifiers? So that you can check and warn us if it does not work as expected, or give us any idea to work on additional sub features.


  19. Vijay Sridhar reporter

    @tuncaysenturk ,

    sure, i can use BETA Version for testing the multiple notifiers.

    Thanks for the response.

    Regards Vijay

  20. Tuncay Senturk repo owner

    The binary for 6.10.0 version for JIRA 7.x
    You can download it here

    I am really looking forward to your feedback.

  21. Vijay Sridhar reporter

    @tuncaysenturk, Thanks for the plugin ,Tested the 6.10.0 Plugin ,multiple notifier works fine , currently testing for Paused Issues notifications . It will be better if we can send emails with To to Assignee ,Cc to Project Leads , currently all email id's are in To address itself . Also there is no option for sending notification if the SLA has breached

  22. Tuncay Senturk repo owner

    Thanks for your feedback,
    TO, CC, BCC fields will be implemented (not in this release though).
    For breached SLAs, we designed to do so, but later we had a decision that one can set it as 0m. I will appreciate your thoughts on this as well.


  23. Vijay Sridhar reporter


    Thanks for the multiple notifier , good that TO, CC, BCC fields will be implemented , for now we will use 0m for breached SLAs

    since we need to have continuous escalation till the issue get closed which breached SLAs, ,So it will be better if we have -15m or -30m , etc for crossed SLA

  24. Log in to comment